Call Recording Can Increase Responsiveness

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Call Recording Can Increase Responsiveness

August 02, 2017

Providing people with the ability to reach your organization – and, when no one is available, leave a recorded message – can be helpful to both you and to them.

But organizations need to be sure to check for, listen to, and (when appropriate) act on those messages in a timely manner. If they don’t, customers can quickly become frustrated, organizations can suffer, and safety can be compromised.

This recent event serves as a cautionary tale of what can happen when no one listens and responds to incoming calls.

It happened in the Charleston, S.C., metropolitan area. And led to a bridge closure that interrupted traffic flow for 16 hours, reports say.

The culprit of the problem was a tarp covering the Don Holt Bridge on I-526. Stormy weather blew parts of the giant tarp loose, so it was flapping in the wind.

Several people in the area saw the potential for trouble in this case. And they called 911 in Charleston County to alert authorities. One driver even called Highway Patrol to let them know.

Authorities didn’t act quickly enough to calls to secure the tarp. And on the same day the tarp did fall.

Several vehicles and their passengers were trapped on the bridge under the tarp. And some of those vehicles were damaged.

Of course, it didn’t have to turn out that way. Had officials in the Charleston area officials moved more quickly to respond to the concerns of calls, they and the motorists on the bridge when the tarp fell, may have been able to avoid this problem.

The good news is that there are call recording systems that enable organizations to keep a record of every call, quickly search those call records, tag call recordings to make them easier to sort through, and get instant alerts to make it easy to identify calls that need to be addressed sooner rather than later. 

Edited by Maurice Nagle

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